Presentation on theme: "Call Center Management Take Care of Your Number One Resource by Measuring their Performance Lyndsey Brangan, CRS 2-1-1 Texas/ United Way of the Brazos."— Presentation transcript:
1Call Center Management Take Care of Your Number One Resource by Measuring their Performance Lyndsey Brangan, CRS2-1-1 Texas/ United Way of the Brazos Valley
2Summary Quality Assurance, Employee Engagement and Incentive The Missing LinkUsing SMART to create a quality assurance measureCreating Incentive Program based on resourcesDiscussion and Group Activity
3Definition of…Quality Assurance – a program for the systematic monitoring and evaluation of the various aspects of a project, service, or facility to ensure that standards of quality are being metEmployee Engagement – a high level of employee involvement, commitment to the organization and job satisfaction.Incentive – that which moves or influences the mind, or operates on the passions, to motivate
4The Missing Link Between Quality Assurance and Employee Engagement Evaluation!Monitoring is essential, but an evaluation is vitalWeekly, monthly, quarterlyYearly is not enough – too late
5S.M.A.R.T Evaluation Specific: Choose clearly focused goals. Measureable: Involve quantifiable activities so that progress tracking can be easily determined and expressed.Attainable: Create realistic goals that push participants towards achieving them.Related: Incorporate the program so that it lines up with the company’s mission and/or job functions and duties.Time: Be specific in the time frame of the program.
8Employee Incentive Program An incentive program is used to motivate, promote or encourage specific actions or behavior by a specific group of people during a defined period of time.Types of Incentive Rewardsmonetary, time, items, trips, events, etc…Examples from our call center2 hour lunch, 1 hour late to work, 1 early from work, casual dress
9Discussion Have you implemented a similar program? What worked? What didn’t work?Questions?
10Group Activity Form a group with people from other states Talk about your call center with one anotherIdentify measurable expectationsRemember, your call center is different from others around you. This means your goals may be unique to only your call center.Keep an open mind
11Questions?Contact InformationLyndsey Brangan, CRS, Director of Texas Services2-1-1 Texas/ United Way of the Brazos Valley